Cleveland
Job Description SUMMARY The Front Desk Clerk provides a friendly, supportive presence and connection for tenants, visitors and service personnel while at the same time monitoring the building for problems and any safety concerns. Ensuring compliance with the policies and procedures of EDEN's Permanent Supportive Housing (PSH) Project, this position is responsible for observing and monitoring all building traffic while respecting the rights and privacy of tenants and guest. This position must be relieved by another EDEN staff member or contract security personnel; at no time should this position be left vacant. ESSENTIAL JOB FUNCTIONS • Allows entry into the building for tenants, guests, and staff., • Observes all incoming and outgoing building traffic., • Enforces visitor and guest sign-in/sign-out process. Checks identification and or tenant/staff badges of all persons entering the building., • Maintains current knowledge of the policies and procedures for Permanent Supportive Housing Projects., • Maintains close communication with the Property Manager. and the Program Manager., • Reviews Security Log logs all occurrences of note within shift, and submits Log for Property Manager to review., • Answers the phones and transfers calls where needed., • Accepts rent payments from tenants., • Accepts packages for tenants and ensure tenants receive them., • Prepares incident reports., • Performs safety checks on residents with permission of the Property Manager., • Assists any resident or visitor that may need physical help., • Responds to emergencies and calls for assistance if necessary., • Works with on-call staff in the event of a crisis., • Provides first alert communication to supportive services and property management if any "at risk" tenant behaviors are observed., • Alerts security if there are signs of criminal or drug-related behaviors., • Communicates with the Property Manager or Maintenance Technician regarding any observed maintenance or custodial needs in public areas., • Completes a written report at the end of each shift. Notes any significant problems, incidents, or good news., • Ensures confidentiality of employee and tenant records and information., • Attends required trainings. Contributes to team efforts by assisting with other duties, as assigned. ADDITIONAL DUTIES AND RESPONSIBILITIES • Adheres to EDEN's core values of communication, teamwork, respect, empowerment, good will, accountability, inclusion, and trust during all activities and presentations to meet agency, department, and individual goals., • Adheres to EDEN Inc.'s policies and procedures., • Strives to improve work processes within and across agency departments., • Meets or exceeds the expectations of internal and external customers., • Is accountable for the results of work conducted on individual and collaborative levels., • Adheres to ethical, confidential and professional standards and requirements of federal and state laws, as well as the policies of licensing and credentialing boards and funders. QUALIFICATIONS Education and Experience A high school diploma or equivalent is required. The ability to speak multiple languages, such as Spanish may be preferred for some locations. Knowledge, Skills, Abilities, and Other Characteristics • Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, confidentiality, and other office procedures and terminology., • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction., • Knowledge of close-circuit cameras, phone system, alarm systems, and computer programs including the Microsoft Office Suite and EDEN/s work order database., • Knowledge of relevant policies and procedures of EDEN related to PSH Projects., • Skills in organizing especially with regards to documents and data., • Skills to build outstanding interpersonal relationships., • Managing one's own time., • Speaking and writing skills to convey information effectively and a understanding of written documents., • Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times., • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems., • Considering the relative costs and benefits of potential actions to choose the most appropriate one., • Being aware of others' reactions and understanding why they react as they do., • The ability to clearly express and comprehend information and ideas both orally and in writing., • The abilities to maintain calmness and solve problems when situations escalate., • The ability to maintain patience in a variety of situations., • The ability to work independently without consistently having to be told what to do., • The ability to work well with diverse personalities including in team situations., • Compassionate and courteous toward EDEN's tenants. Certifications, Licenses, Registrations None PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly required to sit; stand; walk; talk or hear, in person, in meetings, and by telephone; use hands to handle, feel, or operate standard office equipment; use fingers to type; reach with hands and arms; climb stairs; and occasionally perform other motions including stooping, kneeling, pushing, pulling, crawling, and bending. The nature of work requires an ability to lift up to 25 lbs. As per EDEN Inc.'s policy, EDEN will reasonably accommodate qualified individuals with disabilities unless the accommodation would impose an undue hardship. WORKING CONDITIONS All of this job's duties are performed at EDEN-owned properties including headquarters. Hours of work may exceed normal business hours during peak periods. Potential job conditions include working in both indoor and outdoor conditions, extreme temperatures (both hot and cold) and adverse areas; working around moderate noise out of the office, atmospheric conditions such as chemicals, fumes, dusts, and gases that require the use of respirators, and interacting with a diverse population of residents having both physical and mental barriers. This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of EDEN, Inc. Since no position description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholder's responsibility. Mission: EDEN's mission is to provide housing solutions to people facing the challenges of housing insecurities and homelessness. Vision: EDEN recognizes that housing is a basic right of all people, and the first step in helping those vulnerable and disadvantaged transform their lives. We envision, that through our efforts, homelessness will be brief and rare; and every family will have a safe, secure place to call home. We believe housing serves as a foundation to build stable lives, advance independence, and fulfill aspirations. Equal Employment Opportunity: Equal employment opportunity in full compliance with applicable law will be provided to all persons without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, or other characteristics protected by law.